Customer Satisfaction Research of Nepal SBI Bank Ltd
Dhakal, Prakash (2013)
HAAGA-HELIA ammattikorkeakoulu
2013
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201301231652
https://urn.fi/URN:NBN:fi:amk-201301231652
Tiivistelmä
The objective of this research is to assess and measure the level of customer satisfaction for Nepal SBI bank ltd. The research is focused to reveal the expectations of customers which could be crucial for SBI’s growth and success. Since working staffs plays an important role to create quality service, the research is also centred to find out em-ployees’ motivational factors. It is very important to translate and quantify customers’ expectations into measurable targets. This provides an easy way to make decision con-centrating on different attributes in order to improve customer satisfaction. Thus the research is also aimed at measuring the level of customer and employee satisfaction.
Theoretical framework of this research is centred to service quality created by satisfied employee to meet up customers’ expectations. The study employs the Gap Model of Service Quality, Profit-chain Model, Herzberg two factor theories and ISO Guideline to measure the customer satisfaction as the main theories for research.
The empirical research was accomplished using quantitative method. Out of 125 ques-tionnaires served 108 people responded. The response rate was 86.4%. Out of 50 ques-tionnaires served to SBI staffs 38 responded which accounts to 76%.
The results of survey indicates that the overall level of satisfaction among the customers of SBI is quite good however not yet excellent. Likewise, employee motivational factors should be emphasized and take into actions in order to improve the satisfaction level of staffs to enhance the quality of services and products. Customer education, employee training programs and several researches are highly recommended.
Theoretical framework of this research is centred to service quality created by satisfied employee to meet up customers’ expectations. The study employs the Gap Model of Service Quality, Profit-chain Model, Herzberg two factor theories and ISO Guideline to measure the customer satisfaction as the main theories for research.
The empirical research was accomplished using quantitative method. Out of 125 ques-tionnaires served 108 people responded. The response rate was 86.4%. Out of 50 ques-tionnaires served to SBI staffs 38 responded which accounts to 76%.
The results of survey indicates that the overall level of satisfaction among the customers of SBI is quite good however not yet excellent. Likewise, employee motivational factors should be emphasized and take into actions in order to improve the satisfaction level of staffs to enhance the quality of services and products. Customer education, employee training programs and several researches are highly recommended.